Refund policy
UGREEN India — Shipping, Return, Replacement & Refund Policy
(This policy forms an integral part of the Terms of Sale for all purchases made on www.ugreenindia.com and affiliated portals operated by Sophus Technosol Pvt Ltd.)
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Shipping & Delivery
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1.1 Dispatch lead time
All paid orders are normally dispatched within two (2) business days from the date of order confirmation.
1.2 Courier service
Shipments are sent via insured surface or air courier services with end-to-end tracking. Deliveries do not require a signature unless expressly requested.
1.3 Shipping charges
a) Shipping fees include freight, handling, and protective packaging.
b) Charges are calculated at checkout based on shipment weight and delivery destination. Multiple orders placed separately cannot be consolidated.
1.4 Risk of loss
Title and risk in the goods pass to the buyer upon hand-over to the carrier. Sophus Technosol Pvt Ltd nevertheless ensures industry-standard protective packaging for all shipments.
1.5 Visible tampering
Customers must refuse delivery of any parcel that appears opened, damaged, re-taped, or otherwise tampered. Acceptance of such parcels voids all transit-damage or missing-item claims.
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2. Return & Money-Back Guarantee (7 Days)
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2.1 Eligibility window
Eligible products may be returned within seven (7) calendar days of delivery, subject strictly to the conditions stated below.
2.2 Acceptable reasons for return
a) Product is defective on arrival (DOA);
b) Product differs materially from the description or images displayed at the time of order;
c) Product is unopened, unused, factory-sealed, and the customer cites an incorrect purchase ("change-of-mind"), except where restricted under clause 2.3(d).
2.3 Ineligible returns
a) Products whose factory seal has been broken (except for DOA verification);
b) Consumables, software, or customised products;
c) Return requests raised after the 7-day window;
d) Products with an invoice value below INR 1,100 (Rupees One Thousand One Hundred only), unless confirmed defective on arrival.
2.4 Important policy for products below INR 1,100
a) Products priced below INR 1,100 are non-returnable for change-of-mind, preference, or sizing/length-related reasons.
b) If a customer nevertheless seeks a return or exchange for such items, the product must be shipped back entirely at the customer’s own cost.
c) Any refund or exchange in these cases shall be considered only after detailed physical and functional inspection at Sophus Technosol’s warehouse and will be approved strictly at the company’s sole discretion.
2.5 Return authorisation (Mandatory)
Customers must obtain prior written approval by emailing info@ugreenindia.com before shipping any item back. Returns sent without formal authorisation (RMA) will be refused.
2.6 Restocking & handling deductions
For approved change-of-mind returns, a restocking deduction of 20% to 50% of the invoice value may apply.
No deductions apply for DOA or description-mismatch cases.
If damage, misuse, or material mismatch is detected, no refund shall be processed.
2.7 Condition requirements
All approved returns must include the original manufacturer’s box, MRP label, manuals, warranty card, and all accessories, with serial numbers intact and unaltered.
2.8 Customer documentation obligation
a) Customers must capture six (6) high-resolution photographs of the sealed parcel (all sides) before opening, and another six (6) photographs after unboxing if any issue is identified.
b) These photographs must be emailed within 24 hours of delivery to info@ugreenindia.com. Videos may be provided additionally but do not replace the mandatory photographs.
2.9 Freight cost responsibility
• DOA or description mismatch
Return freight: UGREEN India
Replacement freight: UGREEN India
• Change-of-mind (eligible products only)
Return freight: Customer
Replacement freight: Not applicable
• Misuse, non-defect, or deceitful claim
Return freight: Customer (both directions)
Replacement freight: Not applicable
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3. Replacement Policy
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3.1 DOA replacements
Products confirmed as DOA within 7 days of delivery will be replaced with a new unit, subject to stock availability.
3.2 Warranty replacements
Defects arising after the initial 7-day period are handled strictly under the manufacturer’s warranty terms (typically 18 months).
3.3 Evaluation procedure
All returned products undergo technical evaluation for defects, misuse, electrical damage, burn-outs, or serial-number tampering. The evaluation findings are final and binding.
3.4 Model discontinuation
If an identical replacement model is unavailable or discontinued, Sophus Technosol Pvt Ltd may offer an equivalent model or a full refund, at the customer’s choice.
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4. Refunds
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4.1 Refund conditions
Refunds are initiated only after the returned product passes inspection and all return conditions are fully satisfied.
4.2 Refund timelines
Approved refunds are processed within seven (7) working days from the date of inspection completion.
4.3 Refund mode
Refunds are credited to the original payment method wherever feasible; otherwise, funds are remitted to the customer’s nominated bank account.
4.4 False or misleading claims
If inspection confirms the product to be fully functional, the customer must arrange return collection at their own cost within 14 days. Unclaimed products will be disposed of after 60 days without further notice.
4.5 Return-before-chargeback condition
Customers must return the product and obtain a valid Return Merchandise Authorisation (RMA) before initiating any external payment dispute or chargeback.
Failure to provide proof of physical return will result in the chargeback being contested as merchant-favoured. Any chargeback filed while the product remains with the buyer will be disputed, and the buyer shall remain liable for the invoice value and associated chargeback fees.
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5. Claims for Transit Damage or Missing Items
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5.1 All transit-damage or missing-item claims must be reported within 24 hours of delivery along with mandatory photographs (refer clause 2.8).
5.2 Acceptance of visibly tampered parcels voids all transit-damage and shortage claims.
5.3 Sophus Technosol Pvt Ltd’s liability is strictly limited to replacement of the product or refund of the invoice value. Consequential or indirect losses are expressly excluded.
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6. General Provisions
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6.1 This policy does not limit or override statutory rights available under Indian consumer protection laws.
6.2 Sophus Technosol Pvt Ltd reserves the right to amend this policy without prior notice. The version applicable at the time of purchase shall govern the transaction.
6.3 All disputes shall be subject to the exclusive jurisdiction of the courts of Bengaluru, Karnataka, India.
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Need assistance?
Email: admin@sophustechnosol.com | info@ugreenindia.com
Customer-care hours: 09:30 – 18:00 IST, Monday to Saturday.